Software Support Specialist

United States - Remote🌐 Remote💼 Full-time💰 $45,000–$45,000🗓 2026-09-18 → 2026-09-26

Core

Provide Tier 1 and 2 software support to clients via portal, email, telephone, and chat, documenting issues and escalating complex problems to engineering.

Role type

Software Support Specialist (Tier 1/2)

Builds

Client support operations for a global commerce network platform

Domain

E-commerce / B2B Software Support

Deliverable

client delivery

Required skills

technical client service, ticketing and CRM software, Windows computing, MS Office, clear written communication, problem-solving, process improvement, AI tool usage

Preferred skills

B2B software support experience, knowledge of APIs/EDI/XML/SFTP/HTTP protocols, remote work experience

Technologies

Ticketing software, CRM software, Windows, MS Office, AI tools (ChatGPT, Copilot, Claude)

Responsibilities

Handle inbound support requests across multiple channels; send proactive outbound communications regarding file failures; document issues and actions in ticketing systems; create and maintain knowledge base articles; mentor new team members and assist Level 1 agents; participate in on-call rotation

Seniority

Individual Contributor

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About Rithum

Rithum is an equal opportunity employer. We are committed to providing an environment of mutual respect where equal employment opportunities are available to all applicants and teammates without regard to race, religion, color, sex, gender identity, sexual orientation, age, non-disqualifying physical or mental disability, national origin, veteran status or any other protected characteristic. All employment is decided on the basis of qualifications, merit, and business need. We're committed to providing reasonable accommodations in accordance with the law for qualified applicants. If you requir